I had exactly the same problems on bc.game as you did and the issue was not resolved. They refused to accept a European ID card that said "residence permit" on it.
Write a complaint in the representatives' profiles. Because of them, I couldn’t withdraw money, and as a result I lost everything, which is logical.

Profiles of representatives on this forum. They deserve negative reviews:

https://bitcointalk.org/index.php?action=trust;u=3592321
https://bitcointalk.org/index.php?action=trust;u=2503677